Complaints Procedure

Complaints Procedure Man with Van Highbury

Man with Van Highbury aims to provide a reliable, friendly and efficient removals and man and van service for customers relocating homes, flats, offices and storage units. We recognise that, despite our best efforts, things can occasionally go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.

Our commitment to resolving complaints

We treat all complaints seriously and use them as an opportunity to review and improve our services. Our goals when handling any complaint are to:

Listen carefully to your experience and understand what went wrong from your point of view. Respond promptly and clearly, keeping you updated throughout the process. Deal with your concerns fairly, consistently and without discrimination. Put things right where we are at fault and, where possible, prevent similar issues from happening again.

What is a complaint

A complaint is any expression of dissatisfaction about our services, the way they were delivered or the conduct of any member of our team, whether on the road, in the office or during loading and unloading. This can include:

Concerns about how your belongings were handled or protected. Issues with punctuality, lateness or missed appointments. Disagreements about charges, quotes or additional costs. Concerns about staff behaviour, communication or attitude. Problems with booking, scheduling or service availability.

This procedure is designed for individual customers and businesses using our removals and man and van services.

How to make a complaint

You can raise a complaint using any written method you prefer. You may send us your complaint in writing through our standard contact channels as described on our contact page. When making a complaint, please include:

Your full name. The date and approximate time of the service. The collection and delivery locations for the move. A clear description of what went wrong. Details of any damage, loss or inconvenience you experienced. Any relevant supporting information, such as job reference numbers or photographs of damage.

Providing these details helps us investigate your complaint more quickly and thoroughly.

Time limits for raising a complaint

You should tell us about any issue as soon as you reasonably can so that we can investigate while details are still clear. For complaints involving possible loss or damage to goods, we ask that you raise your concern at the time of the move where possible, or as soon as you discover the issue. Delays in reporting a problem may affect our ability to investigate and may limit some forms of resolution.

Stages of the complaints process

Our complaints process is designed to be straightforward and transparent. It normally follows these stages.

Stage 1: Initial review and acknowledgement

Once we receive your complaint, we will log it in our internal system and arrange for an appropriate person to review it. We aim to acknowledge receipt of your complaint within a reasonable period, confirming that we are looking into the matter and indicating when you can expect a more detailed response.

Stage 2: Investigation

The person handling your complaint will gather all available information relevant to the incident. This may include:

Speaking with the team members involved in your move. Reviewing job notes, booking records and any photographs we may hold. Considering the terms and conditions that applied to your booking. Assessing any evidence you provide, including photographs or written statements.

We aim to complete our investigation within a reasonable timescale, depending on the complexity of the complaint and the availability of information. If our investigation is likely to take longer than expected, we will let you know and keep you updated.

Stage 3: Response and outcome

After the investigation, we will send you a written response setting out:

A summary of your complaint and the issues you raised. The steps we took to investigate. Our findings and whether we uphold your complaint in full, in part, or not at all. Any proposed resolution or remedial action.

Possible outcomes can include an explanation or apology, service improvements, corrective actions, or where appropriate and in line with our terms, a financial gesture or contribution towards repair or replacement. Any such offer will depend on the specific circumstances and evidence available.

Stage 4: Further review

If you are not satisfied with our response, you may ask for your complaint to be reviewed again. In your request, please explain why you disagree with the outcome or investigation. A different member of the management team will review how your complaint was handled and may reconsider the evidence. We will then provide a final written response.

Fairness and confidentiality

All complaints are handled in line with our general privacy practices. We will only share information about your complaint with staff who need to know so they can investigate and respond. We will not treat you less favourably in any future dealings with us because you have made a complaint. Our team are expected to respond professionally and respectfully at all times.

Complaints relating to loss or damage

Where your complaint involves potential damage or loss of property during a move, we may ask for further information or evidence to understand the situation. This can include photographs of the affected items, written descriptions of the damage, or any relevant valuations or receipts you may hold. We may also need to consider how items were packed, access conditions at both addresses and any pre-existing conditions noted by our team.

Any consideration of compensation will be handled in line with the terms and limitations set out in the contract agreed at the time of booking. Our assessment will focus on what is fair and reasonable in the circumstances and consistent with our usual policies.

Using complaints to improve our service

We regularly review complaints and feedback to identify patterns and areas for improvement. This can lead to changes in driver and porter training, updates to our packing and loading practices, improvements in scheduling and communication, or revisions to our internal procedures. By telling us when something has gone wrong, you help us deliver a more reliable and professional removals service for all customers.

Changes to this complaints procedure

We may update this complaints procedure from time to time to reflect changes in our services, internal processes or relevant regulations. The version published on this page will always represent the current procedure we follow when handling complaints about Man with Van Highbury.